Service Desk Managers can track the complete lifecycle of a ticket to understand the time spent on a ticket split by each agent, agent group that handled the ticket (in case of reassignments) and the time spent split in each status. This report will help managers identify potential issues that caused delays in resolution & determine the root cause of SLA breaches.
This is excellent news, is there a rough ETA of when this winning formula will be in the wild?
Great news !!!
It would be nice to know an ETA for this. Also we would be very interested to try the beta, if available.
When will this be available ?
Really looking forward to this, hope it comes soon!
If there is any beta, we would be glad to test on our instances